US7873157B1 - Method and apparatus for performing predictive dialing - Google Patents
Method and apparatus for performing predictive dialing Download PDFInfo
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- US7873157B1 US7873157B1 US11/709,954 US70995407A US7873157B1 US 7873157 B1 US7873157 B1 US 7873157B1 US 70995407 A US70995407 A US 70995407A US 7873157 B1 US7873157 B1 US 7873157B1
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- customer
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
Definitions
- Predictive dialing systems use algorithms to control the ratio of calls to agents. Because a predictive dialer cannot know what proportion of its calls will connect until it has made them, it will alter its dialing rate depending on how many connections it manages to achieve. Occasionally the system will get more live parties on call attempts than there are agents available take those calls. Consequently, the dialer will disconnect or delay distribution of calls that cannot be distributed to an agent. This is known as a silent call or a nuisance call. The called party hears only silence when the predictive dialer does not at least play a recorded message. The experience for those who receive this type of predictive dialer call can be less than satisfactory.
Abstract
Description
TABLE 1 | |||
Probability of contact (P) |
Customer | 9am | 10am | 11am. . . | ||
Customer A | 50% | . . . | |||
Customer B | 50% | ||||
Customer C | 80% | ||||
Customer D | 90 | ||||
Customer E | |||||
10 | |||||
Customer F | |||||
20% | |||||
Customer G | 30% | ||||
Customer H | 40% | ||||
Customer I | 30% | ||||
Average | 44% | ||||
Claims (15)
Priority Applications (1)
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US11/709,954 US7873157B1 (en) | 2007-02-23 | 2007-02-23 | Method and apparatus for performing predictive dialing |
Applications Claiming Priority (1)
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US11/709,954 US7873157B1 (en) | 2007-02-23 | 2007-02-23 | Method and apparatus for performing predictive dialing |
Publications (1)
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US7873157B1 true US7873157B1 (en) | 2011-01-18 |
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US11/709,954 Active 2029-11-19 US7873157B1 (en) | 2007-02-23 | 2007-02-23 | Method and apparatus for performing predictive dialing |
Country Status (1)
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US (1) | US7873157B1 (en) |
Cited By (21)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US8345856B1 (en) | 2010-12-23 | 2013-01-01 | Five9, Inc. | Method for estimation impact of calls in dialer for predictive dialing |
US8391466B1 (en) * | 2012-07-24 | 2013-03-05 | Noble Systems Corporation | Generating communication forecasts and schedules based on multiple outbound campaigns |
US20130060587A1 (en) * | 2011-09-02 | 2013-03-07 | International Business Machines Corporation | Determining best time to reach customers in a multi-channel world ensuring right party contact and increasing interaction likelihood |
US20130202100A1 (en) * | 2012-02-02 | 2013-08-08 | Avaya Inc. | Scheduling an Agent Based On a Contact Center History |
US20140044253A1 (en) * | 2010-10-21 | 2014-02-13 | Micro Macro Assets Llc | System and method for maximizing efficiency of call transfer speed |
US8681955B1 (en) | 2013-02-04 | 2014-03-25 | Noble Systems Corporation | Feedback control of a predictive dialer using telemarketing call abandonment rates |
US8693674B1 (en) * | 2007-09-28 | 2014-04-08 | West Corporation | Providing agent availability for an outdial application |
US8798248B2 (en) | 2011-12-09 | 2014-08-05 | Avaya Inc. | Intelligent call log and schedule integration |
US20140301542A1 (en) * | 2009-01-08 | 2014-10-09 | Soundbite Communications, Inc. | Managing interactive communications campaigns using a hold queue |
US8938058B2 (en) | 2010-10-21 | 2015-01-20 | Micro Macro Assets Llc | System and method for providing sales and marketing acceleration and effectiveness |
US20150117633A1 (en) * | 2013-10-31 | 2015-04-30 | ARS National Services, Inc. | Outbound Calling Center Inventory Management |
US9210265B2 (en) | 2013-06-27 | 2015-12-08 | International Business Machines Corporation | Exploring multiple contact channels to determine potential for reaching customers |
US9426291B1 (en) | 2015-10-16 | 2016-08-23 | Noble Systems Corporation | Forecasting and scheduling campaigns involving sending outbound communications that generate inbound communications |
US9674364B2 (en) | 2010-10-21 | 2017-06-06 | Micro Macro Assets, Llc | Comprehensive system and method for providing sales and marketing acceleration and effectiveness |
US9680993B2 (en) | 2009-01-08 | 2017-06-13 | Genesys Telecommunications Laboratories, Inc. | Managing interactive communications campaigns with reduced customer-to-agent connection latency |
US9787840B1 (en) | 2015-06-11 | 2017-10-10 | Noble Systems Corporation | Forecasting and scheduling campaigns involving different channels of communication |
US20190052742A1 (en) * | 2016-02-11 | 2019-02-14 | Samsung Electronics Co., Ltd. | Electronic device providing contact destination and method for operating same |
US10225403B2 (en) | 2016-12-02 | 2019-03-05 | Mattersight Corporation | Outbound customer interaction pairing methods and systems |
CN113225435A (en) * | 2021-04-27 | 2021-08-06 | 北京大米科技有限公司 | Method, device and readable storage medium for estimating call connection probability |
US11431848B2 (en) * | 2020-06-30 | 2022-08-30 | Td Ameritrade Ip Company, Inc. | Machine-learning system for incoming call driver prediction |
US11968326B2 (en) | 2022-12-29 | 2024-04-23 | Micro Macro Assets, Llc | System and method improving inbound leads and phone calls processing in sales and marketing engagement |
Citations (8)
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US20040120502A1 (en) * | 2002-12-24 | 2004-06-24 | Strathmeyer Carl R. | Method and apparatus for implementing call processing in packet telephony networks |
US7046789B1 (en) * | 1999-11-01 | 2006-05-16 | Aspect Software, Incc | TracM-task and resource automation for call center management |
US20060251237A1 (en) * | 2002-10-29 | 2006-11-09 | Danny Singer | Predictive dialling by monitoring progress of agent script |
US20080059278A1 (en) * | 1999-11-09 | 2008-03-06 | West Corporation | Offering uptime adjustments to a work schedule |
US20080159521A1 (en) * | 2006-12-29 | 2008-07-03 | Dave Sneyders | System For Establishing Outbound Communications With Contacts From A Call Center |
US7564962B1 (en) * | 2003-12-19 | 2009-07-21 | Nortel Networks Limited | Providing user information and control over a contact within a contact centre |
-
2007
- 2007-02-23 US US11/709,954 patent/US7873157B1/en active Active
Patent Citations (8)
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US5436965A (en) * | 1993-11-16 | 1995-07-25 | Automated Systems And Programming, Inc. | Method and system for optimization of telephone contact campaigns |
US7046789B1 (en) * | 1999-11-01 | 2006-05-16 | Aspect Software, Incc | TracM-task and resource automation for call center management |
US20080059278A1 (en) * | 1999-11-09 | 2008-03-06 | West Corporation | Offering uptime adjustments to a work schedule |
US20040042611A1 (en) * | 2002-08-27 | 2004-03-04 | Power Mark J. | Method and apparatus for inquiry resolution in a transaction processing system |
US20060251237A1 (en) * | 2002-10-29 | 2006-11-09 | Danny Singer | Predictive dialling by monitoring progress of agent script |
US20040120502A1 (en) * | 2002-12-24 | 2004-06-24 | Strathmeyer Carl R. | Method and apparatus for implementing call processing in packet telephony networks |
US7564962B1 (en) * | 2003-12-19 | 2009-07-21 | Nortel Networks Limited | Providing user information and control over a contact within a contact centre |
US20080159521A1 (en) * | 2006-12-29 | 2008-07-03 | Dave Sneyders | System For Establishing Outbound Communications With Contacts From A Call Center |
Cited By (44)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US8693674B1 (en) * | 2007-09-28 | 2014-04-08 | West Corporation | Providing agent availability for an outdial application |
US9253324B1 (en) * | 2007-09-28 | 2016-02-02 | West Corporation | Providing agent availability for an outdial application |
US8897439B1 (en) * | 2007-09-28 | 2014-11-25 | West Corporation | Providing agent availability for an outdial application |
US9680993B2 (en) | 2009-01-08 | 2017-06-13 | Genesys Telecommunications Laboratories, Inc. | Managing interactive communications campaigns with reduced customer-to-agent connection latency |
US9544433B2 (en) * | 2009-01-08 | 2017-01-10 | Genesys Telecommunications Laboratories, Inc. | Managing interactive communications campaigns using a hold queue |
US20140301542A1 (en) * | 2009-01-08 | 2014-10-09 | Soundbite Communications, Inc. | Managing interactive communications campaigns using a hold queue |
US10979566B2 (en) | 2010-10-21 | 2021-04-13 | Micro Macro Assets Llc | Optimizing next step action based on agent availability for effective sales and marketing engagement |
US9237233B2 (en) | 2010-10-21 | 2016-01-12 | Micro Macro Assets Llc | System and method for providing sales and marketing acceleration and effectiveness |
US20140044253A1 (en) * | 2010-10-21 | 2014-02-13 | Micro Macro Assets Llc | System and method for maximizing efficiency of call transfer speed |
US9979820B2 (en) | 2010-10-21 | 2018-05-22 | Micro Macro Assets Llc | Predictive resource scheduling for efficient sales and marketing acceleration |
US10715661B2 (en) | 2010-10-21 | 2020-07-14 | Micro Macro Assets, Llc | System and method for scalable and efficient multi-channel communication |
US9674364B2 (en) | 2010-10-21 | 2017-06-06 | Micro Macro Assets, Llc | Comprehensive system and method for providing sales and marketing acceleration and effectiveness |
US10284721B2 (en) | 2010-10-21 | 2019-05-07 | Micro Macro Assets Llc | Repetition of communication attempts based on communication outcome for effective sales and marketing engagement |
US9467566B2 (en) | 2010-10-21 | 2016-10-11 | Micro Macro Assets Llc | System and method for maximizing efficiency of call transfer speed |
US8938058B2 (en) | 2010-10-21 | 2015-01-20 | Micro Macro Assets Llc | System and method for providing sales and marketing acceleration and effectiveness |
US8964963B2 (en) * | 2010-10-21 | 2015-02-24 | Micro Macro Assets, Llc | System and method for maximizing efficiency of call transfer speed |
US11575786B2 (en) | 2010-10-21 | 2023-02-07 | Micro Macro Assets Llc | Optimizing next step action to increase overall outcome in sales and marketing engagement |
US8411844B1 (en) | 2010-12-23 | 2013-04-02 | Five9, Inc. | Method for controlling abandonment rate in outbound campaigns |
US8345856B1 (en) | 2010-12-23 | 2013-01-01 | Five9, Inc. | Method for estimation impact of calls in dialer for predictive dialing |
US8699699B1 (en) | 2010-12-23 | 2014-04-15 | Five9, Inc. | System and methods for outbound dialing in multi-campaign and blended environment of virtual contact center |
US8582752B1 (en) | 2010-12-23 | 2013-11-12 | Five9, Inc. | System and method for optimal outbound dialing in virtual contact center |
US20130060587A1 (en) * | 2011-09-02 | 2013-03-07 | International Business Machines Corporation | Determining best time to reach customers in a multi-channel world ensuring right party contact and increasing interaction likelihood |
US8798248B2 (en) | 2011-12-09 | 2014-08-05 | Avaya Inc. | Intelligent call log and schedule integration |
US20130202100A1 (en) * | 2012-02-02 | 2013-08-08 | Avaya Inc. | Scheduling an Agent Based On a Contact Center History |
US8811598B2 (en) * | 2012-02-02 | 2014-08-19 | Avaya Inc. | Scheduling an agent based on a contact center history |
US8391466B1 (en) * | 2012-07-24 | 2013-03-05 | Noble Systems Corporation | Generating communication forecasts and schedules based on multiple outbound campaigns |
US8681955B1 (en) | 2013-02-04 | 2014-03-25 | Noble Systems Corporation | Feedback control of a predictive dialer using telemarketing call abandonment rates |
US9210265B2 (en) | 2013-06-27 | 2015-12-08 | International Business Machines Corporation | Exploring multiple contact channels to determine potential for reaching customers |
US20150117633A1 (en) * | 2013-10-31 | 2015-04-30 | ARS National Services, Inc. | Outbound Calling Center Inventory Management |
US9742919B2 (en) * | 2013-10-31 | 2017-08-22 | ARS National Services, Inc. | Outbound calling center inventory management |
US9787840B1 (en) | 2015-06-11 | 2017-10-10 | Noble Systems Corporation | Forecasting and scheduling campaigns involving different channels of communication |
US9924040B1 (en) | 2015-06-11 | 2018-03-20 | Noble Systems Corporation | Forecasting and scheduling campaigns involving different channels of communication |
US9531881B1 (en) | 2015-10-16 | 2016-12-27 | Noble Systems Corporation | Forecasting and scheduling campaigns involving sending outbound communications that generate inbound communications |
US9736304B1 (en) | 2015-10-16 | 2017-08-15 | Noble Systems Corporation | Forecasting and scheduling campaigns involving sending outbound communications that generate inbound communications |
US9600789B1 (en) | 2015-10-16 | 2017-03-21 | Noble Systems Corporation | Forecasting and scheduling campaigns involving sending outbound communications that generate inbound communications |
US9426291B1 (en) | 2015-10-16 | 2016-08-23 | Noble Systems Corporation | Forecasting and scheduling campaigns involving sending outbound communications that generate inbound communications |
US20190052742A1 (en) * | 2016-02-11 | 2019-02-14 | Samsung Electronics Co., Ltd. | Electronic device providing contact destination and method for operating same |
US10868901B2 (en) * | 2016-02-11 | 2020-12-15 | Samsung Electronics Co.. Ltd. | Electronic device providing contact destination and method for operating same |
US10225403B2 (en) | 2016-12-02 | 2019-03-05 | Mattersight Corporation | Outbound customer interaction pairing methods and systems |
US11431848B2 (en) * | 2020-06-30 | 2022-08-30 | Td Ameritrade Ip Company, Inc. | Machine-learning system for incoming call driver prediction |
US11924380B2 (en) | 2020-06-30 | 2024-03-05 | Charles Schwab & Co., Inc. | Machine-learning system for incoming call driver prediction |
CN113225435A (en) * | 2021-04-27 | 2021-08-06 | 北京大米科技有限公司 | Method, device and readable storage medium for estimating call connection probability |
CN113225435B (en) * | 2021-04-27 | 2023-01-10 | 北京大米科技有限公司 | Method, device and readable storage medium for estimating call connection probability |
US11968326B2 (en) | 2022-12-29 | 2024-04-23 | Micro Macro Assets, Llc | System and method improving inbound leads and phone calls processing in sales and marketing engagement |
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